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Phil Holcombe

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Última actividad de Phil Holcombe
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    Phil Holcombe hizo un comentario,

    The list of countries is our specific pain point. Is there any workaround, perhaps using Javascript?

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    Phil Holcombe hizo un comentario,

    Although it's true that Automations are normally more suited to time based workflow, I suspect that in this case, triggers might solve the problem. Create a schedule (nightShift) to reflect the tim...

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    Phil Holcombe hizo un comentario,

    Trevor, we do that using our own SMS API (https://www.nexmo.com/products/sms). We have also developed a small integration that adds text into a comment (for our own use) using Zendesk's API. I coul...

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    Phil Holcombe hizo un comentario,

    @Andrew   We open the ticket with the supplier ( could be partner ) as the requester. Public comments produce emails, as you indicated.  We don't really have a problem educating them. The emails yo...

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    Phil Holcombe hizo un comentario,

    Andrew, We achieve this workflow by having the customer ticket as an 'incident' associated with the external partner ticket as the linked 'problem' ticket. This allows us to have more than one cust...

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    Phil Holcombe hizo un comentario,

    Zendesk support helped us understand another situation where SLAs are not behaving as expected. We use pausable update time to help ensure we keep customers informed of progress on issues that are ...

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    Phil Holcombe hizo un comentario,

    Ryan, thanks for the post. We also have exactly this problem. We considered your workaround, but could not figure out a a way to prevent notifications to the customers CCed on the ticket. We ended ...

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    Phil Holcombe hizo un comentario,

    There seems to be a broken link in this document: At the bottom, it states: See Limitations of bulk importing users and organizations. When I click on the link, I get an 'oops' page.

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    Phil Holcombe hizo un comentario,

    Hi Jeff, Does it work to set the trigger when the current user is not an agent, and the status is still new? Phil

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    Phil Holcombe creó una publicación,

    Tracking key communication with customers

    We follow up on every CSAT survey, thanking the customer for their feedback, checking if they need us to do more on negative surveys, etc. We wanted to avoid that customers get the same standard em...